Genuine emotional connection cannot be robotic and must be discretionary based on the full range of circumstances observed by the representatives. Connections do not just happen. It is a conscious action during which representatives assess the situation, and the person over the phone then decides whether connection is both possible and desirable.
It is highly encouraged to build a certain connection with your customers or clients, as they can become a great source of referrals for your business. This is essential for small business owners
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